Bilingual Service Delivery Escalation Specialist

Ricoh USA, Inc.; Mississauga; On-site; CAD 65,000 - 90,000; Full time

Job summary

Ricoh USA, Inc. is seeking a Bilingual (French/English) Service Delivery Escalation Specialist in Canada, based in Mississauga, ON or Moncton, NB. You will handle escalations, balance customer care with efficiency, and mentor peers while driving quality improvements across the service org.

You will work with Oracle Field Service Cloud and ServiceNow, ensuring accurate information and timely resolutions to maximize customer satisfaction and loyalty.

Qualifications

• Fluent in English and French; customer-focused
• Experience in high-volume contact centers or escalation handling
• Knowledge of ITIL or service management concepts is a plus

Responsibilities

• Handle escalations from internal and external customers in a timely manner
• Master all contact center programs and escalation policies
• Identify root causes of service issues and drive resolution
• Support frontline team during peak periods via calls, chats, or emails
• Mentor new support team members on procedures and policies
• Coordinate dealer division escalations and reassignments
• Educate customers on self-service options and 24/7 access
• Approve or reject system-generated exception workflows
• Assist with Oracle Field Service Cloud assignments and escalations
• Follow up with customers to ensure complete resolution and satisfaction

Skills

Bilingual (French/English)

Customer service

Communication

Active listening

Leadership

Problem solving

Time management

Education

Associates or Bachelor's degree preferred

Tools

Oracle

ServiceNow

Job description

This position can be based in Mississauga, ON or Moncton, New Brunswick***

Bilingual (French/English) Service Delivery Escalation Specialist / Spécialiste en escalade des prestations de services

Customer facing role responsible for creating exceptional customer experiences while maintaining a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Assists with departmental training and knowledge article creation. Participates in continuous improvement/quality initiatives, policies and process creation. Ensure customer needs and requirements are met or exceeded while partnering with peers and management to achieve Ricoh’s corporate goals.

JOB DESCRIPTION

Duties And Responsibilities

• Adept in handling of escalations from internal and external customers
• Expert in all Contact Center programs, exception policies and processes
• Ability to identify and determine root cause of service and supply issues and work through to resolution
• Assists frontline team by handling calls, chats or emails during peak periods of the day
• Multi-tasking while providing exceptional customer care and 2nd level support
• Mentor new support team members on procedures and policies
• Responsible for dealer division reassignments and escalations
• Educates customers on self-service options to access their accounts 24 hours a day/7 days a week
• Responsible for system generated exception workflow approvals and rejections
• Assists with Oracle Field Service Cloud tech assignments and escalations
• Follows up with customer to ensure issue resolution and deliver 100% customer satisfaction
• Maintains database integrity by ensuring verification of customer information and file maintenance (i.e. contact information, customer account changes, address, phone #, equipment ID#, etc).
• Communicates customer escalations to field service technicians and management using appropriate channels of communication
• Review and identify root cause for all escalated issues, making suggestions and providing this information to the management team for continual service improvement
• Demonstrates ownership of customer issues and works proactively with management, external partners, and other internal teams to manage issues through to a complete resolution in a timely manner
• Allow for flexible time availability to accommodate work schedule, when necessary
• Maintain composure and patience in face of difficult customer situations
• Diffuse volatile customer situations calmly and courteously
• Assists with user acceptance testing of new system enhancements
• Performs other duties as assigned.

Qualifications

• 3 or more years of experience working in a high volume contact center as a customer service lead or subject matter expert is required
• Associates or Bachelor’s degree preferred
• HDI Certification preferred
• ITILv3 or ITIL v4 certification preferred
• Oracle and ServiceNow experience highly desirable

Skills

• Candidate must be fully bilingual in English and French
• Excellent customer service and communication skills
• Demonstrates strong active listening & problem solving skills
• Able to multi-task
• Possesses leadership skills and ability to work independently.
• Possesses ability to use good judgment and handle crisis situations.
• Ability to identify and resolve more complex issues promptly and accurately
• Possess strong organizational skills
• Demonstrates mentoring skills
• Ability to work in a team oriented environment
• Possesses ability to follow through with work directives and meet deadlines.
• Recognizes areas for potential need of process improvements.
• Time Management skills
• Demonstrate high integrity, trust and maintains strict confidentiality
• Possesses ability to work in a team-orientated atmosphere.
• Demonstrate ability to work independently and maintain self-directed work habits.

Working conditions

• Typically works in an office environment with adequate lighting and ventilation with a normal range of temperature and noise level
• Daily contact with internal and external customers
• Work may require substantial involvement in stressful situations causing considerable strain.
• Daily communication with department, area personnel, and customers.
• Work assignments are generally routine and repetitive. Management will provide detailed instructions.
• Some physical effort is required to remain in a sitting position for prolonged periods while concentrating on specific task
• Requires moderate dexterity for regular application of basic skills (calculator, keyboard, eye/hand coordination)

Spécialiste en escalade des prestations de services

Rôle en contact direct avec la clientèle, chargé de créer des expériences client exceptionnelles tout en maintenant un haut niveau de professionnalisme, de patience et d'efficacité afin de minimiser l'insatisfaction des clients et d'accroître leur fidélité. Contribue à la formation du département et à la création d'articles de connaissances. Participe aux initiatives d'amélioration continue/qualité, à l'élaboration de politiques et à la création de processus. Veiller à ce que les besoins et les exigences des clients soient satisfaits, voire dépassés, tout en collaborant avec ses collègues et la direction pour atteindre les objectifs de l'entreprise Ricoh.

Tâches Et Responsabilités

• Habile à gérer les escalades provo... etc ...